Seventeen years experience in the support, maintenance, testing, and quality performance assurance of system software products used internally and marketed externally.
Strong communication skills
Change management processes
Technical help desk experience
Strong analytical skills
Release Coordinator January 2013 to CurrentSolugenix － Irvine, CA
Member of the Release team supporting over 200 applications and their code releases to the non-production and production environments.
As a member of the team I would work with the application developers to deploy their software using in house and 3rd party tools while coordinating with database administrators and production control to deploy database objects and Autosys jil files.
Manage application releases from UAT to Production ensuring all processes are followed correctly and approvals are recorded.
These application releases include the below technology areas: Execute Weblogic deployments using the admin console.
Inserting or removing data with data mod scripts using Rapid SQL or TOAD.
Load XML files to PowerCenter using an in-house tool Manually importing and installing code files to UNIX and Windows machines.
Importing Business Objects reports using the SAP BusinessObjects BI 4.1 Admin Console.
Manage the large number of access requests for our team using the BMC Remedy Access Management tool.
Developed and maintained automated monthly reports illustrating the work that was performed by our team for client management using VBA for Excel and the data from BMC Remedy.
Production Support Specialist January 2006 to January 2013Solugenix － Irvine, CA
Member of the Production Support team supporting many investment, portfolio management and accounting applications used worldwide.
The APS support team troubleshoots all production incidents that occur throughout the day utilizing tools such as FTP, SQL queries and an extensive knowledge base along with general troubleshooting methodologies to determine how to quickly resolve the issue and restore the service to production within the SLA.
Monitor both intraday and nightly batch cycle using Autosys scheduling utility Develop tools to be used by the organization utilizing VBA for Excel, PHP and other scripting languages.
Maintain and monitor applications stored on both UNIX and Windows servers Support migrations and data changes to the production systems by putting batch jobs on hold, validating data with SQL queries and running test plans to verify changes.
eSupport Engineering Support Specialist V January 2004 to January 2005Hewlett-Packard － Anaheim, CA
Member of engineering team providing key support and implementation role in application releases.
Helped gather requirements and create functional specifications.
Providing deep level support and consulting to customer base, as well as training remote resources in India.
Successfully trained the Global Delivery India Center on all third level support for HP's outage notification tool.
Training included process procedures, new customer implementation and troubleshooting techniques.
Facilitated all new application release activities for a Citrix based portal application including release to staging, testing, release to production and new implementation verification.
Successfully completed Citrix based portal application upgrades within project timeline which included developing SQL stored procedures, use cases, monitoring and debugging.
Team IT Specialist January 2002 to January 2004Hewlett-Packard － Seal Beach, CA
Member of support delivery team providing support and consultation for web based applications.
Provided third level support for web based call center applications.
Developed divisional web sites for IT application support teams where needed in the organization.
Led project to implement new outage notification application and successfully migrated off of obsolete ASP tool.
Redesigned and constructed team web site to include agent pager notification, team calendar and document share.
Completed over eighty hours' of call tracking system support specialist training.
Used and subsequently trained remote support agents in India.
Process And Technology Team Support Specialist January 2000 to January 2002Hewlett-Packard － New York, NY
Member of process and technology team providing consulting and support for call center applications.
Administered ticketing system and notification profiles.
Served as team web page webmaster and Windows NT IIS web server administrator.
Developed Project of Record website in ASP with an Access database.
Application was used organization-wide to plan and review projects.
Provided 24/7 support engineer for web based applications used by HP call center agents.
Served as 24/7 support engineer for Automated Technology Management System used by all HP employees to administer domain accounts, shares and user groups.
U.S. Benefits Support Specialist January 1999 to January 2000Hewlett-Packard － Palo Alto, CA
Member of U.S.
Benefits team providing application support for Benefits Interactive Voice Response telephone system.
Participated in many web development projects for online benefits guide using ASP and MS Access.
Facilitated all IT projects within U.S.
These tasks included installing new software releases, updating MS Access database and troubleshooting code.
Served as application subject matter expert for Benefits Interactive Voice Response telephone system.
Responsibilities included programming system functionality enhancements, troubleshooting database connectivity and recording new system content.
Completed forty hours of training in Interactive Voice Response systems support.
Education and Training
B.S : Computer Information Systems, 1999California State Polytechnic University － Pomona, CAComputer Information Systems
accounting, APS, ASP, Benefits, BI 4.1, Business Objects, call center, Citrix, com, consultation, consulting, client management, content, content creation, validating data, database, debugging, Delivery, engineer, XML, Flash, FTP, functional,HP, HTML, PHP, IIS, Interactive Voice Response, law, Access, Access database, MS Access, Excel, PowerPoint, SharePoint, Windows, Windows NT, Word, mod, processes, programming, recording, SAP, scheduling, servers, scripting, scripts, SLA, SQL, systems support, telephone, TOAD, troubleshooting, UNIX, upgrades, VBA, web server, web development, web site, website, web sites, web page, Weblogic, webmaster, Windows 2000 server